Reviews

This profile includes reviews for Merchants Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Merchants Insurance Group

  250 Main Street PO Box 903 Buffalo, NY 14202

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  Merchants Insurance Group

  P O Box 903 Buffalo, NY 14240-0903

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  Merchants Insurance Group

  1767-22 Veterans Highway Central Islip, NY 11722

Review Details

• Review fromNichole V

  Date: 04/08/2025

  1 star

  Nichole V

  Date: 04/08/2025

  This insurance company is the worst!!!!!!!!!!!! When it changed from 2024 to 2025, they took it upon themselves to automatically change people's accounts to quarterly without their consent. When I called after realizing they automatically took out 3 months instead of one month, they did nothing to rectify the problem. They basically said it's already been processed, they put the blame on the agency and said they would change my account back to monthly. And would adjust the remaining months accordingly. Here we are in April, and they decided to take out 3 months premium yet again, instead of just one month. I called again and once again.... HORRIBLE customer service. I was interrupted numerous times. Blamed the agency again. Took no responsibility for their actions and told me to contact my agent. No apologies or anything. Just threw myself and the agency under the bus. They are absolutely horrible and I would definitely NOT recommend their services.

  Merchants Insurance Group

  Date: 04/17/2025

  We sincerely apologize for the frustration and inconvenience you have experienced with our service. Your concerns are extremely important to us, and we take the errors and communication challenges that have impacted your experience very seriously.
  With full transparency we encountered a system error that resulted in the automatic adjustment of some Personal Lines accounts to a quarterly billing cycle without qualifying for such. It was not our intention to make these changes to your account and we are truly sorry for the disruption this has caused. Prior to discovering this error It appears in January we asked that you reach out to your agent to request your payment plan be changed back to a 12 pay plan which is standard protocol. Does not appear we received this request so no action was made to your account.
  Please be aware that we have taken immediate steps to address the remaining installments on your account to ensure that they align with your preferred monthly billing cycle moving forward. One of our billing representatives responded to you on 4/9/2025 outlining this. We are working to prevent any similar mishaps moving forward.
  Additionally, please accept our sincerest apologies for any interruptions during your calls with our support team and the shortcomings in our responses. We are reinforcing our communication practices internally to ensure that our representatives provide you with the respectful and supportive assistance you deserve.
  Thank you for bringing this matter to our attention. Your feedback helps us improve, and we are committed to earning all of our policy holder’s trust. Should you have any further concerns, please do not hesitate to reach out.
  Thanks!
  Rachel R***
  Supervisor, Support Center/Direct Bill
  250 Main Street
  Buffalo, New York 14202
  Work: ************ | Cell: ************ *****@merchantsgroup.com

• Review fromErik Z

  Date: 12/29/2024

  1 star
  I am a home builder who works mostly in Maine and I have recently run into an issue with my current carrier for liability insurance, Merchants Insurance. My policy had an annual premium of around $1,400.00 based off of my accounting spreadsheet. Over the last nine years in business, I have consistently paid anywhere from $1,300.00 to $1,400.00 for liability insurance, annually, by making monthly payments.
  During the summer of 2024, I received an audit on behalf of Merchants Insurance Group via ***** * **********, Inc. On August 1, 2024, the paperwork for said audit, which would reflect the new policy year dated 6/28/2024 to 6/28/2025, was submitted to ***** * **********, Inc. Shortly after this submission, the following monies were deducted from my business bank account via autopay by Merchants Insurance Group: on 9/9/2024 in the amount of $2,393.00, on 9/24/2024 in the amount of $635.62, and on 10/23/2024 in the amount of $375.12. The sum of all monies totaled $3,403.74 and was paid out randomly over the course of just six an a half weeks.
  I filed an appeal and my representative from Clark Insurance said, "They are holding their ground on this matter." No refund(s) were to be issued as Merchants denied my appeal.
  Using the information from my recent Merchants audit, ***** Insurance, my insurance broker, was able to find me a new carrier where my new annual premium is now $1,335.00.
  In the end, I feel as though I was robbed of around $3,000.00 in unjust payments to Merchants.